Privacy Policy

1. Introduction

VoxCare AI ("we," "us," or "our") is a healthcare technology company based in Hyderabad, India. We provide AI-powered voice and messaging receptionist services to healthcare clinics, helping them manage patient appointment bookings, intake, and communications.

This Privacy Policy explains how we collect, use, store, and protect information when patients or visitors interact with VoxCare AI services — including our website, AI voice calls, WhatsApp messaging, and any related tools.

By using our services, you agree to the collection and use of information as described in this policy. If you have questions, please contact us at founder@voxcare.online.

2. Information We Collect

We collect only the information necessary to provide our services effectively and securely.

Information provided directly by patients

• Full name
• Phone number
• Email address (when provided)
• Preferred doctor or provider
• Reason for visit or appointment type
• Insurance details (when collected during intake)
• Appointment preferences (date, time, location)

Information collected automatically

• Call metadata (call duration, timestamps, session IDs)
• WhatsApp message content (within booking conversations)
• Browser and device data when visiting our website (via standard web analytics)
• IP address and general geographic location

Information from clinic partners

• Clinic configuration and scheduling settings
• Staff and provider names and availability
• EHR-linked scheduling data (when integration is active)

3. How We Use Information

We use collected information strictly to operate and improve VoxCare AI services. We do not sell patient data to third parties.

• Processing and confirming appointment bookings on behalf of clinics
• Sending booking confirmation messages via SMS or WhatsApp
• Maintaining accurate appointment records in clinic dashboards
• Training and improving AI conversation models (using anonymised, aggregated data only)
• Detecting and preventing fraud, abuse, or technical errors
• Meeting legal and regulatory obligations
• Responding to support and contact requests

4. WhatsApp & Messaging Data

VoxCare AI uses WhatsApp as a booking channel for patients who prefer messaging over phone calls. When you initiate a WhatsApp conversation with VoxCare AI, the following applies:

What we collect in WhatsApp conversations

• Your WhatsApp phone number
• Message content you send during the booking conversation
• Booking details you provide (name, preferred appointment, doctor, etc.)
• Timestamps and conversation session identifiers

How we process WhatsApp messages

• Messages are processed by our AI to extract appointment booking intent and relevant details
• Confirmed bookings are recorded in the clinic's scheduling system
• Confirmation messages are sent back to your WhatsApp number

WhatsApp platform terms

VoxCare AI uses the WhatsApp Business API provided by Meta Platforms, Inc. Your use of WhatsApp is also subject to Meta's own Terms of Service and Privacy Policy. We have no control over Meta's data practices. We recommend reviewing Meta's Privacy Policy at whatsapp.com/legal/privacy-policy.

Consent and opt-out

By messaging VoxCare AI on WhatsApp, you consent to receiving automated booking-related messages. You may opt out at any time by replying "STOP" or contacting us directly. Opting out will stop automated messages but may affect your ability to use the WhatsApp booking channel.

5. Data Sharing

We share patient information only as necessary to provide our services and meet legal obligations.

With clinic partners

Appointment and intake data is shared with the clinic on whose behalf VoxCare AI is operating. This is the primary purpose of the service. Clinics are responsible for their own data handling obligations under applicable laws.

With trusted service providers

• Twilio — voice call routing and SMS delivery
• Meta (WhatsApp Business API) — WhatsApp message delivery
• ElevenLabs — text-to-speech voice synthesis
• Groq / OpenAI-compatible providers — speech recognition and language model inference
• Cloud infrastructure providers — hosting and database storage (US-based)

All service providers are bound by data processing agreements and are required to handle data only for the purposes we specify.

Legal requirements

We may disclose information if required by applicable law, court order, or governmental authority, or if we believe disclosure is necessary to protect the safety of any person or to prevent fraud.

We do not sell data

VoxCare AI does not sell, rent, or trade patient personal data to any third party for marketing or commercial purposes.

6. Data Retention

We retain data only as long as necessary to provide our services and meet our obligations.

• Appointment records: Retained for up to 12 months after the appointment date, unless a clinic requests earlier deletion or a longer retention period is required for compliance.
• Call recordings and transcripts: Retained for up to 90 days for quality assurance and audit purposes. Session audio is not retained longer than necessary.
• WhatsApp message logs: Retained for up to 90 days from the date of the conversation.
• Website analytics data: Retained in aggregated, anonymised form for up to 24 months.

7. User Rights

Depending on your location and applicable law, you may have the following rights regarding your personal data:

• Access: Request a copy of the personal data we hold about you.
• Correction: Ask us to correct inaccurate or incomplete information.
• Deletion: Request that we delete your personal data, subject to legal or contractual limitations.
• Restriction: Ask us to stop processing your data in certain circumstances.
• Portability: Request your data in a structured, machine-readable format where technically feasible.
• Objection: Object to processing of your data for specific purposes.
• Withdraw consent: Withdraw consent to WhatsApp or SMS communication at any time by replying STOP or contacting us.

To exercise any of these rights, please contact us at founder@voxcare.online. We will respond within 30 days. Some requests may be limited by legal obligations or by the clinic's data management responsibilities.

Security of your data

We use industry-standard safeguards including TLS encryption in transit, encrypted storage at rest, PHI-safe logging practices, and access controls limited to authorised personnel. While no system is completely immune to security risk, we take reasonable steps to protect your data at all times.

8. Contact Information

If you have questions, concerns, or requests relating to this Privacy Policy or your personal data, please reach out to us:

This Privacy Policy may be updated from time to time. Material changes will be communicated via our website or by email to registered clinic contacts. Continued use of our services after changes constitutes acceptance of the updated policy.